Amy Roche
Scarborough,ME
Summary
Authorized to work in the US for any employer
Knowledgeable Desired Position with solid background in equine care and stable management. Successfully maintained health and well-being of horses through diligent grooming, feeding, and overall care. Demonstrated reliability and attention to detail while ensuring clean and safe environment for horses.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Groom
Norton Farm
Falmouth, ME
05.2023 - Current
- Mucked out stables, swept yard and stacked feed and bedding to foster clean and comfortable environment for animals.
- Led horses from stables to fields and back to maintain control of animals.
- Filled hay nets and water buckets and measured feed and supplements to keep horses well-fed.
- Prepared horses for riding, competitions and shows to condition animals to perform at best.
- Cleaned and brushed horses' coats to improve skin and coat and decrease health problems.
- Enhanced stable cleanliness by performing regular mucking and disinfecting tasks.
- Improved horse health by implementing proper grooming techniques and daily care routines.
- Collaborated with veterinarians to administer treatments, vaccinations, and monitor ongoing medical conditions in horses.
- Managed inventory of grooming supplies, ensuring adequate stock levels and timely replenishment when necessary.
- Optimized horses'' performance by maintaining their fitness through tailored exercise programs.
- Developed rapport with horses, using gentle handling techniques to create a trusting bond while working around them daily.
- Checked horses for wellness issues to report problems or treat minor ailments and injuries.
- Tacked up horses to increase control over movements.
- Upheld high standards of hygiene within stables, effectively reducing the spread of disease among the equine population.
- Ensured horse safety with diligent observation and prompt reporting of injuries or illnesses.
- Fostered positive relationships with clients, providing exceptional care for their horses and addressing any concerns promptly.
- Strengthened overall horse wellness through meticulous monitoring of feeding schedules and dietary requirements.
- Reduced injury risk by regularly inspecting and maintaining tack equipment for wear or damage.
- Oversaw turnout schedules of multiple horses, ensuring they had ample time outside for exercise and relaxation.
- Increased efficiency in stable operations by organizing tools and equipment for easy accessibility.
- Promoted a safe working environment by adhering to established safety protocols and procedures in all aspects of horse care.
- Assisted with transportation arrangements for horses traveling to off-site events or veterinary appointments.
- Educated clients on proper horse care, including grooming techniques and basic first aid skills to promote responsible ownership.
- Kept accurate records on each horse''s health, behavior, and maintenance needs to inform future care decisions.
- Kept records of vaccinations, worming and shoeing to maintain animal health.
- Removed droppings, weeds and litter from fields to promote optimal riding environment.
- Facilitated smooth communication between staff members regarding individual horse needs and scheduling adjustments as needed.
- Contributed to the success of equestrian competitions by preparing horses for optimal presentation.
- Supported trainers in executing training plans and assisting during riding lessons as needed.
- Washed, trimmed, and brushed animals to maintain good grooming standards.
- Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
- Prepared and administered medications and treatments as prescribed by veterinarian.
Shift Leader
Five Guys
South Portland, ME, USA
08.2022 - Current
- Serves drinks, burger and fries
- Cleaned and stocked all things needed
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Completed cash and credit card transactions accurately using POS software.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Resolved conflicts between employees to maintain positive and productive work environments.
Expediter
Hannaford
Scarborough, ME, USA
01.2021 - 09.2022
- Hannaford to go expediter, shopping, then bringing customers orders to car
- Cashing them out and making any changes to orders they need
- Managed high volumes of orders while maintaining accuracy through attention to detail and effective time management skills.
- Handled urgent requests from customers, working diligently to resolve issues quickly without compromising quality standards.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Improved delivery times by closely monitoring and prioritizing urgent orders.
- Maintained open lines of communication between internal departments to facilitate smooth handoffs throughout each stage of the order lifecycle.
- Enhanced communication between departments to ensure seamless order management and fulfillment.
- Addressed supply problems and developed creative solutions to prevent delays.
- Reduced inventory discrepancies by maintaining accurate records of materials and supplies.
- Collaborated with suppliers for timely delivery, minimizing production delays.
Shift Leader
Dunkin'
South Portland, ME, USA
01.2022 - 08.2022
- Shift leader 2nd shift served Coffee, food was in charge of the shift i worked
- Closed store
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
Handler
Charlie & Friends
Cumberlnd Ctr, ME, USA
09.2021 - 07.2022
- Wait on customer, cash them out
- Answer questions
- Fund the best way to make customers happy
- Pick up and drop off dogs at home
- Bath the dogs
- Take them for hikes
- Clean the kennelDaycare dogs and boarding overnight dogs
- Assisted with loading and unloading trucks, ensuring proper weight distribution for safe transportation and minimizing the risk of damage to goods during transit.
- Maintained a clean, organized warehouse space for efficient operations and easy navigation during peak shipping seasons.
- Handled sensitive materials responsibly in compliance with regulatory guidelines and client requirements.
- Improved package handling efficiency by implementing proper lifting techniques and using equipment effectively.
- Reduced damaged goods by employing safe packaging methods and materials.
Managing Housekeeper
Island view motel
Old Orchard Beach, ME, USA
05.2013 - 09.2021
- Manage the team to make sure they would clean rooms for stay overs and check outs
- Get all supplies set up for my team and get them completed before check in times
- I manager a team of 10 to get the 50 rooms cleaned and ready for new clients
Inbound Customer Service Rep
CITRA Health Solutions
South Portland, ME, USA
01.2016 - 01.2020
- Took 80 to 100 inbound medical service calls and triaged doctor's calls for the answering service
- Maintained PHI HIPPA compliance when triaging calls
- Paged doctors as needed for urgent calls
- Provided callers with information regarding their health insurance policies
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
- Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
- Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
- Promoted company loyalty programs by effectively communicating benefits to customers, resulting in increased program enrollments.
- Answered over Number calls per shift to meet fast-paced call center demands.
- Identified areas for process improvement and provided suggestions to management that led to more effective communication within the department.
- Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
Customer Service Specialist
Argo Marketing Group
South Portland, ME, USA
01.2016 - 12.2016
- Providing quality Customer Service
- Answered 60-80 calls per day
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Sales/Business Development
Wentworth Technology
01.2015 - 12.2015
- Completed sales and selling drive through headset systems through 80-100 outbound cold calls
- Follow up on existing customers on the status of their existing systems
- Always met monthly sales quota
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Customer Service Rep
Wellpoint
01.2014 - 12.2014
- Providing quality Customer Service
- Answer 50-60 calls per day from providers about insurance benefits
- Kept accurate spreadsheets utilizing Excel MS Office product
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Tri County Region Technical High School -
Certificate - Medical
Massabesic Adult Learning Center Ed2Go
01.2019
High school Diploma -
Intercoast Career Institute
01.2012
Skills
- Outbound Sales
- Triage
- Quality Assurance
- CNC
- DoD Experience
- Phone Etiquette
- Human Resources
- EMR Systems
- Customer Service
- Medical Records
- Insurance Verification
- Machining
- Animal Care
- Multi-line Phone Systems
- Front Desk
- Medical Office Experience
- Coffee Experience
- HIPAA
- Medical Terminology
- Epic
- ICD-10
- Medical Billing
- Cold Calling
- Manufacturing
- Adult Education
- Data entry
- Documentation review
- Medical receptionist
- Time management
- Microsoft Office
- Microsoft Excel
- Administrative Experience
- Microsoft Word
- Organizational Skills
- Communication Skills
- Leadership
- Research
- Software troubleshooting
- QuickBooks
- Logistics
- Customer support
- Phone triage
- Team management
- Food industry
- Assisted living
- Cleaning
- Horse handling
- Health monitoring
- Equipment organization
- Leading horses
- Herd management
- Stall cleaning
- Grooming best practices
- Show preparation
- Equine nutrition
- Stable management
- Horse exercise
- Equine behavior
- Transportation safety
- Microsoft office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
Certification
Certified Medical Administrative Assistant (CMAA), Present
Additional Information
Call center manager, Great customer Service, Advanced computer Skills, Troubleshoots problem, Able to multi-task in fast paced environment, Works well in team environment, Extensive experience with a multi-line telephone, Positive communication skills, Medical terminology, Medical billing, Managed front office, Works well in person and in phone with people-customers or patients, Computer skills-expert, EMR, Scheduling, Epic, Health insurance, Healthcare, Consistent, Proactive
Timeline
Groom
Norton Farm
05.2023 - Current
Shift Leader
Five Guys
08.2022 - Current
Shift Leader
Dunkin'
01.2022 - 08.2022
Handler
Charlie & Friends
09.2021 - 07.2022
Expediter
Hannaford
01.2021 - 09.2022
Inbound Customer Service Rep
CITRA Health Solutions
01.2016 - 01.2020
Customer Service Specialist
Argo Marketing Group
01.2016 - 12.2016
Sales/Business Development
Wentworth Technology
01.2015 - 12.2015
Customer Service Rep
Wellpoint
01.2014 - 12.2014
Managing Housekeeper
Island view motel
05.2013 - 09.2021
Tri County Region Technical High School -
Certificate - Medical
Massabesic Adult Learning Center Ed2Go
High school Diploma -
Intercoast Career Institute